Senior Customer Support Manager / System Manager

About the role

Motorola Solutions, a global leader in professional mobile communications systems, is hiring a Senior Customer Support Manager (System Manager) for its public safety business. The role manages customer contracts and ensures customer satisfaction through forecasting, proposing new services, contract renewals and building relationships with customers and subcontractors. Candidates must reside in the Montreal region or the Ottawa/Gatineau region.

Key responsibilities

• Act as the single point of contact for customers, ensuring service delivery and SLA compliance
• Manage service scope, reporting, subcontractor deliverables and product quality issues
• Work with the Program Manager to hand over projects from implementation to warranty support and service delivery
• Create and update Customer Support Plans, execute Statements of Work and manage installation agreements and purchase orders
• Coordinate change requests and lead contract change management
• Support upsell/cross-sell, forecast revenue and margin for maintenance agreements, work tickets and installs, and aim for renewal and growth goals
• Work with the National Support Service team on contract loading, renewals and change orders

Required profile

• Excellent interpersonal communication and presentation skills with internal and external stakeholders
• Commercial awareness and ability to develop current accounts and identify new business opportunities
• Self-motivated team player with an analytical mindset
• Willingness to travel 25-50% of the time within the designated region
• Ability to obtain background clearance as required by government customers
• English and French ideally

Required skills

• Strong computer skills (MS Office, Google Suite)
• Understanding of ITIL processes
• Knowledge of the Customer Call Center and Network Operations Center offerings
• Understanding of Oracle / Services Lifecycle tools and distributed telecommunications systems